--- title: "Passenger research: awareness, clarity, and fairness of terms and conditions" ocid: "ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c.json" source: "Contracts Finder" current_stage: "Award" buyer: "OFFICE OF RAIL AND ROAD" published: "2017-09-27" --- # Passenger research: awareness, clarity, and fairness of terms and conditions Buyer: OFFICE OF RAIL AND ROAD Current stage: Award OCID: ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c.json) ## Summary The OFFICE OF RAIL AND ROAD is conducting a procurement process for a research project titled "Passenger research: awareness, clarity, and fairness of terms and conditions." This project falls under the industry category of business services, specifically focusing on law, marketing, consulting, recruitment, printing, and security. The procurement is currently in the Award stage, with the tender closing on 8th September 2017 and a contract period beginning on 18th September 2017, lasting until 1st December 2017. The total value of the contract is £30,000, with a minimum value of £25,000, and is open to suitable suppliers, including small and medium-sized enterprises (SMEs). This tender presents a valuable opportunity for businesses that specialise in market research, customer service analysis, or consulting services, particularly those with experience in the transport sector. Companies capable of conducting in-depth assessments of passenger awareness and legal compliance in terms and conditions will find themselves well-suited to compete. Engaging in this contract could enhance a business's portfolio and credibility within the public sector arena, particularly in the rail industry. ## Notice This research is commissioned by ORR's consumer team in support of our strategic objective to promote better customer service for rail passengers. One of our key roles in this area is to secure compliance with consumer law, particularly amongst train companies, to help ensure that all rail users get the service to which they are entitled. Amongst the consumer laws train companies are required to comply with are those that require them to provide consumers with the information they need to make informed choices, for example when buying and using train tickets, and to have terms and conditions that are fair and transparent (written in plain and intelligible language). In this context, we recently commissioned an audit of train company websites , one of the findings of which was that train companies could do more to improve the prominence of key terms and conditions on their websites, and we are currently carrying out a desk-based review of terms and conditions against the relevant legal standards to assess the extent to which these are fair and transparent. The requirement: We are now commissioning this further piece of primary research to support the above work by providing us with insight into passengers' actual awareness, understanding, and perceptions in relation to relevant terms and conditions. Additional information: This tender closes on 08/09/2017 at 12pm. All communication must be made via the portal. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/54e29e45-ae48-4c9f-873e-e2f6863b30cb | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Sep 2017 | | Submission deadline | 8 Sep 2017 | | Future notice date | Not specified | | Award date | 25 Sep 2017 | | Contract period | 27 Sep 2017 - 15 Dec 2017 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £30,000 | | Lots value | Not specified | | Awards value | £29,624 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | OFFICE OF RAIL AND ROAD | | Locality | LONDON | | Post town | Central London | | Postcode | WC2B 4AN | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | COMRES | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 27 Sep 2017 at 15:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/54e29e45-ae48-4c9f-873e-e2f6863b30cb - 23 Aug 2017 at 09:09 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/14abd6c2-59fc-4f07-aa39-0fc0ef846a58 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/54e29e45-ae48-4c9f-873e-e2f6863b30cb 27th September 2017 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/14abd6c2-59fc-4f07-aa39-0fc0ef846a58 23rd August 2017 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/0e6b766c-a02b-4323-bca9-4a24f7d889eb ITT - https://www.contractsfinder.service.gov.uk/Notice/Attachment/c31fd6cd-aa4a-4970-a5c1-0455abf1b8a2 Draft Form of Agreement - https://www.contractsfinder.service.gov.uk/Notice/Attachment/fb4cca4b-61e1-4567-99e8-b51e2febbda4 Form of Tender - https://www.contractsfinder.service.gov.uk/Notice/Attachment/8ec380a2-bc15-4fce-a340-27ddc4b7440f Disclaimer - https://www.contractsfinder.service.gov.uk/Notice/Attachment/3bd1a5ef-9209-42b7-a0c0-bb971fe0e826 Bravo joining instructions - https://www.contractsfinder.service.gov.uk/Notice/SupplierAttachment/de7bd80f-4245-4c7d-a985-d83f07df5f53 ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5d21172f-e902-4f7a-a092-e2111f8acd9c.json.